Shipping Policy

Shipping Policy for LVL UP (XVEE Enterprises)

Effective Date:** 20/09/2024

Thank you for choosing LVL UP, operated by XVEE Enterprises. We are dedicated to providing you with high-quality products and a seamless shopping experience. This Shipping Policy outlines our procedures for processing, handling, and delivering your orders. It applies to all purchases made through our online store hosted on Shopify, accessible from Australia and other international destinations.

1. **Order Processing and Confirmation

- Order Acknowledgment: Once you place an order on our website, you will receive an order confirmation email containing the details of your purchase. This email serves as a receipt and an acknowledgment that we have received your order.

- Processing Time: All orders are processed within 1-3 business days (excluding weekends and public holidays in Australia). Orders placed after 12:00 PM AEST on Fridays or during weekends will begin processing the next business day. During peak seasons, sales events, or holidays, processing times may extend slightly due to increased order volumes.

- Order Modifications: If you need to make changes to your order, such as updating your shipping address or modifying the items in your order, please contact us immediately at info@lvlupsupps.com. We will do our best to accommodate your request; however, modifications may not be possible once the order has been processed or shipped.

2. Shipping Methods & Estimated Delivery Times

We offer a range of shipping options to meet your needs, whether you're in Australia or ordering from abroad. Estimated delivery times are based on the date of dispatch and can vary depending on your location and chosen shipping method.

2.1 Domestic Shipping (Within Australia):

- Standard Shipping: Estimated delivery time is 3-7 business days. This option is ideal for non-urgent deliveries and is available across all states and territories.

- Express Shipping: Estimated delivery time is 1-3 business days. This expedited option is perfect for those who need their orders quickly. Express shipping is available to most metropolitan areas.

2.2 International Shipping:

We ship internationally to select countries. Delivery times vary based on the destination, customs clearance, and local postal services.

- Standard International Shipping: Estimated delivery time is 7-21 business days. This option provides a balance between cost and delivery time.

- Express International Shipping: Estimated delivery time is 3-8 business days. This option is faster and includes enhanced tracking and priority handling.

2.3 Shipping to Remote or Rural Areas:

For remote or rural locations, both within Australia and internationally, delivery times may be extended beyond the standard estimates due to the logistical challenges of reaching these areas. We recommend choosing Express or Overnight Shipping for the fastest possible delivery to remote locations.

3. Shipping Costs and Free Shipping Offers

Shipping costs are calculated at checkout based on the weight, dimensions, and destination of your order. Occasionally, we offer promotions such as free shipping on orders above a certain value or during special events.

- Free Standard Shipping: Available on orders over $100 AUD within Australia. This offer applies automatically at checkout.

- Shipping Promotions: From time to time, we may offer promotional discounts on shipping. Be sure to subscribe to our newsletter and follow us on social media to stay informed about these offers.

4. Order Tracking and Notifications

- Shipment Confirmation: Once your order has been dispatched, you will receive a shipment confirmation email with a tracking number. You can use this number to track your package in real-time through the carrier’s website.

- Tracking Updates: You will receive email or SMS updates at key points during your order’s journey, such as when it’s out for delivery or has been successfully delivered.

- Delivery Delays: While we strive to ensure timely delivery, unexpected delays can occur due to factors such as weather conditions, customs clearance, or carrier disruptions. If your order is delayed beyond the estimated delivery time, please contact us, and we will assist you in locating your package.

5. Customs, Duties, and Taxes for International Orders

For orders shipped outside Australia, customs duties, taxes, and fees may apply based on the destination country’s regulations. These charges are the responsibility of the recipient and are not included in the purchase price or shipping cost.

- Customs Clearance: Some countries may require additional documentation or processing time for customs clearance. We recommend contacting your local customs office for detailed information.

- Refused Shipments: If you refuse a shipment due to customs duties or other fees, the package will be returned to us, and you will be responsible for the original shipping costs, any customs fees incurred, and the cost of return shipping. Refunds will be processed once we receive the returned package, minus any applicable fees.

6. Shipping Restrictions

- P.O. Boxes and Parcel Lockers: We can ship to P.O. Boxes and Parcel Lockers within Australia using standard shipping options. Express and Overnight shipping may not be available for these destinations.

- Restricted Items: Certain items may be restricted from shipping to specific countries or regions due to regulatory or safety concerns. If an item in your order cannot be shipped to your destination, we will contact you to discuss alternative options or issue a refund.

7. Handling of Lost, Damaged, or Stolen Packages

- Lost Packages: If your package is marked as delivered but you have not received it, please first check with neighbours or your local post office. If you still cannot locate your package, contact us within 14 days of the delivery date, and we will assist in filing a claim with the carrier.

- Damaged Packages: If your order arrives damaged, please take photos of the packaging and contents and contact us within 7 days of receiving your package. We will arrange for a replacement or refund, depending on the extent of the damage.

- Stolen Packages: We recommend choosing a secure delivery location or requiring a signature upon delivery for high-value orders. LVL UP (XVEE Enterprises) is not responsible for stolen packages that have been confirmed as delivered. If you suspect your package has been stolen, please file a report with your local authorities and contact us for further assistance.

8. Order Cancellations and Changes

- Order Cancellations: Orders can be cancelled within 24 hours of placement. After this period, we may have already begun processing your order, and cancellations may not be possible. Please contact us immediately if you need to cancel your order.

- Order Changes: To request changes to your order, such as updating the shipping address or modifying items, please contact us as soon as possible. Once an order has been processed or shipped, changes cannot be made.

9. Returns and Exchanges

We are committed to ensuring your satisfaction with every purchase and offer hassle-free returns on eligible items.

10. Contact Us

If you have any questions or concerns about our Shipping Policy or your order, please contact us at:

LVL UP (XVEE Enterprises)

Email: info@lvlupsupps.com

Business Hours: Monday to Friday, 9:00 AM - 5:00 PM AEST

We appreciate your business and are committed to delivering an exceptional shopping experience. Thank you for choosing LVL UP for your hydration needs!